Free CRT-261 pdf Files With Updated and Accurate Dumps Training [Q95-Q115]

admin CRT-261 Salesforce September 7, 2025

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Free CRT-261 pdf Files With Updated and Accurate Dumps Training

Top-Class CRT-261 Question Answers Study Guide

CRT-261 Exam topics

Candidates must know the exam topics before they start of preparation. Because it will really help them in hitting the core. Our CRT-261 exam dumps will include the following topics:

Service Cloud Solution Design 19%
Case Management 11%
Interaction Channels 9%
Contact Center Analytics 5%

Salesforce CRT-261 certification exam is an essential credential for professionals who want to demonstrate their expertise in the Service Cloud platform. By passing CRT-261 exam, candidates can enhance their skills and knowledge in customer service, technical support, and sales roles. Certification Preparation for Service Cloud Consultant certification is highly valued in the industry and can lead to new career opportunities and higher salaries.

Salesforce CRT-261 Certification Exam is a great certification program for professionals who are looking to validate their expertise in Salesforce Service Cloud. By passing the exam, you can demonstrate your knowledge and skills related to Salesforce Service Cloud, which can help you stand out in the job market. CRT-261 exam is challenging but rewarding, and it can provide you with a great opportunity to improve your career prospects in the Salesforce ecosystem.

Q95. At Universal Containers, support agents need to verify that customers are eligible to receive support when they create the case.
Where can a support agent verify that a customer is allowed to receive support?

Milestones

Entitlements

{0} Actions

Q96. The Service Desk at Universal Containers is considering implementing a Service Console and is considering using Lightning Experience. Which three features are available only in Classic? Choose 3 answers

Dynamic list updates

Quick Text

Multi -monitor support

Keyboard Shortcuts

Case hover

Q97. A recent work task entiys sVa service center rtviaUd that service agents perform the same steps when closing a case and sending a survey through email. These steps take around l minute per case. With minions of cases closed each year, it is important to improve the efficiency of this operation.
What are two recommended Service Ctoud features that work togethe’ to improve the process’ Choose 2 answers

Quick Text

Macros

Global Quick Action

Email Temp ates

Q98. A company has a requirement to keep all emails behind their firewall, they have 200 agents. What should they use?

Community

Email to Case

Web to Case

On Demand Email to Case

Q99. Cloud Kicks (CK) has a service performance aasnboard to marage .ts entire support organization. Now, CK would like to understand performance from different perspectives, such as by product Hne or case close date quarter.
What is the recommended solution to meet the requirements’

Configure e deshboerd refresh schedule.

Ensure View All Data is not assigned to users.

Use a Dynamic Dashboard based on running user.

Add multiple Dashboard Filters.

Q100. Universal Containers has implemented a call-based response system. The call wait time has become too long and customer service is being affected. Management would like to find a way for their agents to handle more customer transactions per day.
Which two features should a Consultant recommend?
Choose 2 answers

Facebook Messaging

Escalation Rules

Chat

Case Auto-Response

Q101. Which Service Cloud tool requires the least agent involvement to resolve a customer issue?

Salesforce for Twitter

Live Agent

Salesforce Knowledge

Open CTI

Q102. To help Service Agents more accurately respond to Cases, Universal Containers want a list of relevant Articles displayed on the Case record page.
How should a consultant configure this requirement?

Add the Knowledge related list to the Case record page.

Add the Knowledge tab to the Service Console.

Add Knowledge Data Categories to each Case.

Add the Knowledge Component to the Case record page.

Q103. What arc three necessary steps to test that the Omm-Channel implementation is routing correctly?
Choose 3 answers

Change the owner to a queue associated with the routing configuration,

Enable Debug Omni Channel routing configuration in SttUp.

Open the Omni-Channel Supervisor tab.

Open the record you want to route.

Q104. Cloud Kicks wants to view cases resolved on the nrst cal. Pecs nave been trainee to use Save & Close when creating a Case. An existing Closed Case repot must be modified to show ftrst call resolution.
What is the recommendeo report change to meet the requirements7

Filter or Cosed When Created equals true

Filter on Status equals Ctosea Resolved

Filter where Dete/Time Opened equals Created Date

Filter where Closed Date equals Created Date

Q105. what should a consultant recommend to ensure chat request contain enough infomration for customer service representatives to effectively respond?

Customize the lightning console chat page

Configure a chat validation rule

Customize the pre chat form

ConfigureLightningGuided Engagement

Q106. Which method can be used to route cases from social channels?

use Twitter-to-case and add workflow rules to the case object.

Enable Social Customer Service and add assignment rules to the case object.

Enable Social Network Profile and add workflow rules to the contact object.

Enable Social Network Profile and add assignment rules to the case object.

Q107. universal containers wants to unify channels and manage agent workload with omni-channel routing.what required step should a consultant address before configuring omni channel ?what required step should a consultant address before configuring omni channel ?

Create SF cases to have omni channel enabled

create the necessary objects in SF

customize service channel settings to define how the org receives work various sources

From setup select omnichannel and select enable omni channel

Q108. Universal containers contact center is experiencing increased call volumes due to a growing product portfolio.What is the recommended strategy to allow the contact center to handle the increased customer inquiries more efficiently? (choose 1 answer)

Hire contact center representatives that specialize in each of the product categories.

Make contact center representatives accessible 24/7 to distribute the call volume.

Redirect users from the company site to social media forums about the products.

Make knowledge base articles and community answers accessible on its website.

Q109. Universal Containers recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team.
What should the consultant recommend to address this problem

Configure Case Assignment Rules to use Queues.

Configure Omni-Channel Routing Model as Most Available.

Configure Case Assignment Rules to use Users.

Configure Omni-Channel Routing Model as Least Active.

Q110. Cloud Kicks uses the Service Console, Service agents freguently link related cases to each other, Service agents have asked to see the most recent feed activity on the related case without having to manually open the record.
Which feature should a Service Cloud consulatant recommend to improve the user experince?

Macro to open related cases

Customized case hovers

Quick Actions added to the case page

Actions and Recommendations component

Q111. Universal Containers is launching a full line of new products, and Service Cloud should support the following requirements:
* Customer service agents need to collaborate with other teams.
* The product development team needs to be alerted on high-priority cases for specific products.
Which solution meets these requirements?

Use Salesforce Flow for notifications and Case Teams to monitor cases,

Use Escalation Rules for notifications and Case Teams to monitor cases.

Use Salesforce Flow for notifications and Account Teams to monitor cases.

Q112. A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction.
The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should be recommended?

Create a report using the Case Lifecycle report type.

Create a report using the Case Age report type.

Create a report using the Case Historical Trending report type.

Create a report using the Case Snapshot report type.

Q113. Which search mechanism should be used to find case comments from within the lightning service console?

Search utility component

Comment search component

Comments list view

Global search

Q114. Universal Containers needs to provide contact center agents with access to a customer’s payment history if the call concerns a billing problem. The following considerations need to be taken into account:
* Billing data is stored in an external system containing over 20 million records.
* Only the finance department has direct access to the billing system.
Which solution should a consultant recommend?

Create a custom tab that displays a search page from the billing system.

Integrate payment data into Salesforce from the billing system using custom objects.

Configure Salesforce Connect and External Objects to the billing system.

Q115. Cloud Kicks customers need a method to create cases without a login. Managers are concerned that public options will increase the number of spam cases created.
What is the recommended option to prevent the creation of spam cases?

On-Demand Email-to-Case Threading

Web-to-Case with Einstein Case Classification

Web-to-Case with reCAPTCHA enabled